I had a similar situation when my brand new EDC IEM's right IEM was damaged and was nothing but static and noise just a couple hours into using them! However, I worked with Ava to help resolve my issues, and she sent me a brand new pair/package Completely free and I didn't have to send my broken pair to them. I was extremely pissed off about it until I opened the package today and saw a brand new, sealed pair of EDC IEM's! Now I'm a happy customer again and will be buying from Massdrop in the future now!